Ok, so heres how this works.

Step 1: Apparently you have never worked anywhere near 'customer service' in a tech related way.

Step 2: You are vastly, vastly overestimating the intelligence of the average user/person.

Sorry, most people are just fucking idiots who act far more competent, in general, at any/everything, than they actually are.

That's it, there are no more steps.

Your baseline for 'average person' is actually more like top ~25 to ~10 % of people.

The average adult American reads at a 5th-6th grade level.

That is your actual average, the intelligence of an 11 year old.

The average adult American is your 10 y.o. nephew, just bigger, and more cocky.